IJSSE - International Journal of Social Sciences and Entrepreneurship Upcoming Journals: International Journal of Innovation and Management (IJIM), International Journal of Engineering and Architecture (IJEA) & International Journal of Science and Agriculture | IJAE, IJEF & IJHRP Call for Papers - Forthcoming Issue (Decemer 2014). Submission deadline: 25th December 2014 |

No images

UserInfo


3.239.97.34
United States United States
Your Time

User Statistics Info
IJSSE is one of the leading International Journals by User Statistics!

Login Form



IJSSE Newsletter Form
Full Names *
E-mail Address: *
Country *
PDF Print E-mail

 

EFFECTIVENESS OF PUBLIC COMPLAINTS MANAGEMENT ON SERVICE DELIVERY IN THE PUBLIC SECTOR: A CASE OF KENYA’S OMBUDSMAN, MOMBASA COUNTY, KENYA

 

 

Esha Mohammed Mwijuma

Master of Art in Public Policy and Administration

Kenyatta University

 

 

Francis K. Kiarie

Kenyatta University

 

 

CITATION: Mwijuma, E, M., & Kiarie F, K. (2021) Effectiveness of Public Complaints Management on Service Delivery in The Public Sector: A Case of Kenya’s Ombudsman, Mombasa County, Kenya. International Journal of Arts and Entrepreneurship. Vol 10 (10) pp 14 – 25.

ABSTRACT

There are difficulties in measuring the effectiveness of inspectors. Many achievements of the ombudsman come from the actions of others, not always under the explicit guidance of the ombudsman. The fact that people can use a free independent complaint resolution mechanism can also help avoid increased costs due to lengthy disputes. What are the widely accepted factors that Ombudsmen institutions share that contribute This study sought to determine the effectiveness of public complaints management on service delivery in the public sector: A case of Ombudsman. The study addressed the extent to which responsiveness and accessibility of the Ombudsman institution influences customer satisfaction of the services offered at the Office of the Ombudsman in Mombasa County. The study was guided by Agency theory and Assimilation Theory. The study adopted exploratory research design. The study targeted 200 people working at Ombudsman office. Slovenian formula was used to determine a sample size of 137 respondents. Simple stratified random sampling was used to select the respondents. Questionnaires were utilized to collect the data. The gathered data were analyzed descriptively with the aid of statistical package for social science (SPSS v. 23). The findings established that public service delivery of the public institutions is impacted greatly by the complaint handling procedures in place. Services provided by public institutions were characterized by excessive delay, abuse of power, caution, inefficiency, corruption, incompetence, serious injustice and misconduct. Often customers are the first to identify when things are not working properly. The study recommends to the government institutions offering public service to ensure that they have a good record-keeping system as depicted in the analysis. Secondly, the study recommends that staff in public offices be continuously trained on skills of service delivery. The ever-evolving customer care skills should also be passed on to the workers in all job categories through on-job training and seminars. The study recommends to the office of the Ombudsman and other general public institutions to devise methods of calculating the response time for service delivery. Finally, the study suggested that the Kenyan government, through the Office of the Ombudsman, should have a well-designed mechanism to improve the flow of personnel in and out of the office.

 

 

Full Text PDF Format

 

 
Banner
Publication Disclaimer: The accountability of the article published in IJSSE journals is entirely of the author(s) concerned and not of the publisher/editor. The view expressed in the articles of any IJSSE journal is those of the contributors, and it does not essentially correspond to the views of the publisher/editor. It is responsibility of the authors to seek copyright clearance for any part of the content of the articles. The publisher/editor of IJSSE journals is not liable for errors or any consequences arising from the exercise of information contained in it.
Free counters!
IJSSE - International Journal of Social Sciences and Entrepreneurship | Copyright 2013 | All Rights Reserved  <